Dual Rate Supervisor/dealer, Table Games

7 months ago

Ottawa, Canada Hard Rock Cafe International (USA), Inc. Full time

Overview:
A Dual Rate Supervisor/Dealer is responsible for performing the duties of a Dealer and/or the duties of a Floor Supervisor, based on their shift assignment:

- While working as a Dealer, the team member is responsible for dealing all assigned games in accordance with established policies and procedures, while providing exceptional guest service
- While working as a Floor Supervisor, the team member is responsible for the supervision of a specific section of casino Table Games for a particular shift

**Responsibilities**:
Duties as a Dealer:

- Comply with all departmental and company policies including business ethics guidelines and all regulatory requirements
- Offer an exciting, memorable and premium guest experience, resulting in the highest level of customer satisfaction and return play
- Treat fellow team members with kindness and respect, and maintain a positive attitude in the workplace, promoting a high level of morale and contributing to a positive work environment for everyone
- Maintain a work environment that is safe, professional, friendly and conducive to a high level of productivity & performance
- Work diligently to support the company’s culture and team philosophy throughout the property
- Exhibit a high level of patience and calm when confronted with challenges associated with a fast paced gaming environment, and resolve guest issues with kindness and empathy
- Ensure the confidentiality and protection of each guest’s personal information, including playing habits, jackpots and rewards, credit lines and win/loss results
- Maintain confidentiality of all company proprietary information including business processes, customer lists, marketing plans and any other confidential information
- Perform the functions of a Dealer proficiently, consistently and accurately, according to the policies and procedures of each specific game type
- Act as a role model to all team members and always present themselves as a credit to Hard Rock
- Promote positive public relations and create an entertaining and enjoyable atmosphere for all
- Be ready and available to work all assigned shifts, including evenings, weekends and holidays

Additional duties as a Floor Supervisor:

- Responsible to supervise and coach a team of Dealers within their assigned section, in order to ensure that they are following all policies and procedures set by management
- Employ both positive and corrective feedback to improve Dealer performance when applicable
- Consult with the Pit Manager to monitor and adjust table limits with respect to gaming volume
- Handle casino guests’ needs, complaints and disputes related to Table Games and the overall property in a timely, professional manner
- Other duties as assigned
- Lives the Brand

Qualifications:
EXPERIENCE, EDUCATION, AND CERTIFICATIONS
- Successfully complete an interview, outlining all gaming experience
- Demonstrate proficiency in the games where experience is indicated
- Successfully complete Table Games refresher classes and pass auditions for all required games
- Possess exceptional guest service skills including a positive demeanor and a calm, steady temperament
- Demonstrate and maintain strong ethical standards at all times

Minimum Requirements:

- One (1) year of experience as a Table Games Dealer, with the ability to proficiently deal Blackjack and all applicable Novelty games
- The ability to proficiently deal one (1) additional core game (i.e. Craps, Baccarat or Roulette)
- Must obtain registration as a Category 2 Gaming Assistant with the Alcohol and Gaming Commission of Ontario

SKILLS
- Must possess excellent communication and guest service skills
- Excellent interpersonal, written and verbal communication skills in English is essential
- Proficiency in a second language (French) is preferred
- Analytical, observational, organizational, interpersonal and communication skills

PHYSICAL DEMANDS
- The working conditions are those typically found in an indoor, climate controlled office environment. Will be exposed to casino related factors including but not limited to excessive noise, large crowds and stress related to servicing guests in a high pressure and fast paced environment. Must be able to stand for an entire shift and be able to move throughout the casino.
- While performing the duties of this job, the employee is frequently required to stand; walk; use hands to perform repetitive procedures and handle gaming equipment; reach with hands and arms, talk or hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.

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